Refund policy
RETURN AND REFUND POLICY
Last updated: 27 August 2026
This Return and Refund Policy applies to orders placed on mygellies.com with:
Gellies SRL
Chaussée de Neufchâteau 35
6640 Vaux-sur-Sûre
Belgium
Enterprise number: 1025.992.853
VAT number: BE1025.992.853
Email: contact@mygellies.com
It supplements Gellies’ General Terms and Conditions of Sale.
1. General principle: no commercial return right
Gellies grants no commercial right to return, exchange, take back or refund products beyond rights that are mandatory under applicable law.
In particular, Gellies does not offer a “satisfied or refunded” policy. A change of mind, no longer needing the product or dissatisfaction that is not a lack of conformity does not create a refund right beyond the legal right of withdrawal where it actually applies.
Any return exceptionally accepted outside a legal obligation is a discretionary commercial gesture. It does not acknowledge a legal obligation, create an acquired right or general contractual practice, or require Gellies to accept a similar return in the future.
2. Particular nature of Gellies products
Gellies products are complementary feed intended for animals. They are food products whose quality and safety depend in particular on the integrity of the packaging, storage conditions, temperature, humidity, exposure to the environment, handling after delivery and compliance with the storage instructions on the packaging.
After delivery, Gellies cannot materially control all conditions to which a product has been exposed at the Customer’s premises. This characteristic is taken into account when applying withdrawal and return rules.
3. Legal exceptions to the right of withdrawal
In particular under Article VI.53 of the Belgian Code of Economic Law, the right of withdrawal does not apply, when the statutory conditions are met, to:
- goods liable to deteriorate or expire rapidly;
- sealed goods which cannot be returned for health or hygiene reasons when they have been unsealed after delivery.
Gellies expressly relies on these exceptions to the fullest extent permitted by applicable law. When an exception applies, no corresponding withdrawal or return may be exercised.
4. Opened or unsealed products
When a Gellies pouch has been opened, unsealed, pierced, torn, damaged or altered, or the integrity of its food packaging has been compromised, the product cannot be returned under the right of withdrawal where the legal health or hygiene exception applies.
Resealing a pouch later does not restore its original seal or condition. A product whose original seal, closure or integrity has been compromised may therefore be refused for return to the fullest extent permitted by law.
5. Products liable to deteriorate or expire rapidly
Taking into account the product’s nature, the relevant batch, its remaining shelf life, its transport or storage conditions and any other relevant circumstance, where the product legally falls within the category of goods liable to deteriorate or expire rapidly, no right of withdrawal applies.
This assessment is made under applicable law and the concrete characteristics of the product concerned.
6. Right of withdrawal when no exception applies
When the Customer is a consumer and no legal exception applies, the Customer benefits from the right of withdrawal provided by the law on distance contracts.
The statutory period is 14 calendar days from the day on which the Customer, or a third party designated by the Customer other than the carrier, physically takes possession of the product. For several goods delivered separately, the period is calculated under the applicable legal provisions.
To exercise this right, the Customer must inform Gellies before the period expires by a clear, unambiguous statement sent to contact@mygellies.com, or by post to:
Gellies SRL
Chaussée de Neufchâteau 35
6640 Vaux-sur-Sûre
Belgium
The withdrawal form at the end of this Policy may be used but is not mandatory.
7. No prior approval required where a legal right exists
When a legal right of withdrawal applies, exercising it does not depend on Gellies’ discretionary prior approval.
To identify the order and return correctly, the Customer is strongly encouraged to contact contact@mygellies.com before shipment; Gellies may then provide practical return instructions. This logistical procedure does not limit mandatory consumer rights.
However, a return made outside an applicable legal right and without Gellies’ agreement may be refused.
8. Conditions applicable to a return
Where a legal right of withdrawal exists, the Customer must return the product without undue delay and within the applicable legal period after communicating the decision to withdraw.
The product must be packaged properly to avoid further damage during return. Where possible, the Customer should include information identifying their name, order number, returned product and request.
The Customer remains responsible for any reduction in value resulting from handling beyond what is necessary to establish the product’s nature and characteristics, in accordance with applicable law.
9. Return costs
Where the right of withdrawal applies and unless a mandatory provision states otherwise, the Customer bears the direct cost of return.
Gellies is not required to provide a prepaid return label. The Customer remains responsible for choosing the return method and is advised to keep proof of shipment.
10. Refund following a valid withdrawal
When a legal right of withdrawal applies and has been validly exercised, Gellies refunds the amounts that must legally be refunded, including, where required, the cost of the least expensive standard delivery method offered at the time of the order.
Any supplement paid because the Customer voluntarily chose a more expensive delivery method is not refunded where permitted by law. Gellies may defer the refund until the product is recovered or sufficient proof of shipment is received, whichever occurs first under applicable law.
The refund is normally made using the same payment method used for the order, unless otherwise agreed.
11. No refund based on palatability or animal behaviour
Animals have individual tastes and behaviours. Subject to a legally established lack of conformity, no refund is due solely because the animal refuses Gellies, dislikes its taste or texture, accepts it only after several attempts, consumes only part of it, detects or spits out the medicine, the product does not sufficiently facilitate administration in the Customer’s view or the Customer does not obtain the expected result.
Gellies provides no individual guarantee of acceptance or palatability.
12. Change or cessation of veterinary treatment
No refund is due solely because the animal’s treatment was stopped, the veterinarian changed the medicine, the animal no longer needs treatment, the treatment period was shortened or the Customer ordered more than needed. These circumstances are independent of the conformity of the supplied product.
13. Customer order error
Subject to an applicable legal right of withdrawal, Gellies is not required to refund or exchange a product where the Customer made a mistake about the product, recipe, quantity, address, subscription frequency or other information entered when ordering.
The Customer should check the cart carefully before confirming the order.
14. Allergies, intolerances and dietary restrictions
The composition and essential product information are provided on the Site and packaging. The Customer is responsible for checking them before use.
Subject to applicable legal rights, a reaction related to a known allergy, known intolerance, known dietary restriction or use despite a clearly communicated warning does not automatically constitute a product defect giving rise to a refund.
If an unusual reaction occurs, use must be stopped and a veterinarian consulted where necessary.
15. Poor storage after delivery
After receipt, the Customer is responsible for following the stated storage conditions. Gellies is not responsible for deterioration caused by excessive heat or humidity, poor storage, incorrect pouch closure, contamination after opening, excessive storage after opening or use contrary to the packaging instructions.
Deterioration attributable to poor storage after delivery does not qualify for a refund.
16. Damaged, incorrect or defective product
This Policy does not limit the consumer’s legal rights where a product is materially different from the one ordered, damaged before or during delivery, or affected by a lack of conformity under applicable law.
The Customer should contact contact@mygellies.com. To process the request, Gellies may reasonably ask for the order number, Customer’s name, product and parcel photographs, batch number, minimum durability date, a description of the problem, storage conditions and other information reasonably necessary to assess the claim. Where reasonably possible, the Customer should keep the product and packaging until the case is resolved.
17. Legal guarantee
Consumers benefit from the legal guarantee of conformity under applicable law. In Belgium, the legal guarantee for consumer goods is generally two years under the applicable statutory provisions.
This guarantee does not mean that a food product must remain consumable for two years. Conformity is assessed taking into account the food nature of the product, its minimum durability date, normal shelf life, recommended period after opening, storage conditions and normal use.
Normal deterioration after the stated storage period or caused by poor storage is not treated as a lack of conformity.
18. Parcel marked as delivered
If a carrier marks a parcel as delivered but the Customer cannot find it, Gellies may ask the Customer to check the mailbox, usual drop-off locations, household members, a neighbour, a collection point or locker, and to confirm the address provided.
Gellies may also request a non-receipt statement and open a carrier investigation. Delivery confirmation, signature, scan, photograph, collection record or other logistics information may be evidence, without preventing either party from providing contrary evidence.
19. Shipments without tracking
Some Gellies delivery methods may be postal shipments without an individual tracking number. By choosing such a method, the Customer acknowledges that no tracking number or intermediate scans may be provided, real-time location may be impossible and no detailed electronic proof of every transport step may be available.
The absence of tracking or an electronic scan is not, by itself, proof that the shipment was not delivered. This does not limit mandatory consumer rights relating to transfer of risk.
20. Incorrect address or impossible delivery
The Customer is responsible for the accuracy and completeness of the address. If delivery fails because of an incorrect or incomplete address, missing box number, an unidentifiable name, unjustified refusal, failure to collect the parcel or another circumstance attributable to the Customer, Gellies may charge reasonable, actually incurred reshipping costs to the extent permitted by law.
Initial shipping costs do not necessarily have to be refunded where the Customer caused the delivery failure and the law does not require it.
21. Subscription orders
An order automatically generated under a subscription is a new order under the subscription conditions. The Customer may manage the subscription at account.mygellies.com or contact contact@mygellies.com.
To prevent the next order, cancellation, modification or postponement must be made no later than 24 hours before the scheduled generation date. Once the order has been generated, cancellation affects future renewals only and does not retroactively cancel that order. Any mandatory withdrawal rights remain applicable according to the product and the legal exceptions in this Policy.
22. Cancelling an order before shipment
The Customer may contact Gellies to request cancellation of an order that has not yet shipped. Gellies will reasonably try to stop processing, but because logistics are automated and rapid, Gellies does not guarantee that an order can still be cancelled once preparation or logistics transmission has begun.
When technical cancellation is no longer possible, withdrawal and return rules apply where legally applicable.
23. Refusal of commercially unauthorised returns
A product sent spontaneously to Gellies without a legal return right and without prior commercial agreement may be refused. Gellies is not required to refund the cost of an unauthorised return, a product that can no longer legally be returned, an opened or unsealed product covered by a legal exception, or a product returned without a reasonable way to identify the order.
This does not prevent the valid exercise of a mandatory consumer right.
24. Fraud and abuse
Gellies may carry out reasonable checks when a refund request objectively suggests fraud, a false statement, manipulation, repeated abuse of refund procedures, falsified documents or evidence, or a fraudulent payment dispute.
Gellies may refuse a request that does not correspond to the Customer’s contractual or legal rights. This does not prevent consumers from exercising rights in good faith.
25. Payment disputes and chargebacks
Using a bank-dispute or chargeback procedure does not release the Customer from contractual obligations. If a dispute is opened even though the order was properly performed, Gellies may provide the payment provider or bank with relevant evidence, including order confirmation, payment proof, address, shipping information, delivery evidence, communications and subscription or renewal data.
Nothing here limits the Customer’s right to legitimately dispute an unauthorised transaction or actual non-performance.
26. Refund processing time
When a refund is due, Gellies initiates it within the applicable legal period. After Gellies issues it, the time for it to appear in the Customer’s account depends on the payment provider, bank or financial institution. Gellies does not control banking delays after the refund has been issued.
27. Contact
Requests concerning a return, refund, incorrect order, delivery problem or potentially non-conforming product should be sent to contact@mygellies.com.
Postal address:
Gellies SRL
Chaussée de Neufchâteau 35
6640 Vaux-sur-Sûre
Belgium
MODEL WITHDRAWAL FORM
Use only where a legal right of withdrawal applies.
Legal exceptions for certain products, including goods liable to deteriorate or expire rapidly and certain unsealed sealed goods subject to the health or hygiene exception, remain fully applicable.
To:
Gellies SRL
Chaussée de Neufchâteau 35
6640 Vaux-sur-Sûre
Belgium
contact@mygellies.com
I hereby notify you of my withdrawal from the contract for the sale of the following product(s):
Product(s):
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Order number:
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Ordered on / received on:
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Consumer’s name:
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Consumer’s address:
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Date:
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Signature, only if this form is sent on paper:
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